Why not have forms for each piece? Class, Type, and Item forms to store all the data. You can set up routes for the who will handle what issues. You can set up companies, or whatever you choose to be the defining level in your hierarchy for ticket isolation(multitenancy). You can have a group that handles all the issues or you can segment who handles what.
Here we have home-grown application and we use ticket isolation(multitenancy) Class form Type form Item form Company form Routing form Routes can be based on CTI, building office symbol, org This would work well in your environment since you will then be able to say to management that if computer hardware is the issue then this particular group in this particular organization handles the problem. I would give some people access to the fields on you trouble ticket form till you can hammer out what groups handle what issues. The environment has to mature in processes to set everything in stone at the start. I hope this may help. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Wednesday, August 29, 2007 3:46 PM To: [email protected] Subject: Multiple CTI's ( Asset, Problem, Resolution) and data driven Notifier Hello Listers, ARS 6.3 Patch 21 MS SQL Server 2000 Home-Grown Helpdesk This is more of a conceptual question. Do you store multiple CTI's in the HD Ticket? I don't have access to ITSM forms so I don't know if they use joins or are all of the CTI's regular character fields on the same form. I was thinking that the CTI's could be stored in a "CTI" form that is displayed in Display Only fields on the actual Helpdesk form. A join could be used to get reporting or even sub-reports in Crystal reports. I am also working on data driven notifications and I thought I could wrap this all up together. I want to store Asset CTI's and Problem CTI's because the customer is asking for a matrix of people to be notified for Asset A with Problem X goes to Smith and Jones, Asset C with Problem X however goes to Sacco and Vanzetti. Of course any Asset with Problem Z goes to the whole list. Just thinking out loud. I hope someone has a white paper or some concept of operations stuffed up their sleeve. TIA, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
